The Potential Development Model of Contact Center Management in the Digital Age

Abstract

The purposes of this research were: 1) to study the potential components of contact center management in the digital age, 2) to develop a potential development model of contact center management in the digital age, and 3) to create a potential development manual of contact center management in the digital age. This study was integrated the method of qualitative and quantitative approaches using in-depth interview questions, focus group discussion, and questionnaires. The participants were contact center administrators, people development management team, technology and innovation management team. The data were analyzed by using content analysis and statistic for frequency, mean, percentage, standard deviation, and factor analysis. The results revealed that the developed model of potential of contact center management in the digital age comprised 3 essential dimensions. The first dimension was competency consisting of 4 sub-components: 1) Proficiency in Services, 2) Proficiency in Data and Innovation, 3) Professional Leadership, and 4) People and Self-empathy. The second dimension was Management consisting of 5 sub-components: 1) Planning Management, 2) Performance Management, 3) People Management, 4) Productivity Management, and 5) Professional Coordination. The third dimension was Innovation composing of 2 sub-components: 1) Paradigm of Service and 2) Process Innovation.The model was approved by the experts with consensus agreement for its appropriateness.The manual of contact center management in the digital age was evaluated by the experts as being suitable at the highest level (x = 4.84).